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Regional Account Delivery Manager (BPO)

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The Account Delivery Manager is a customer-facing role responsible for operational service delivery. This is a leadership role in the account delivery structure and may entail leading a virtual team across multiple countries, organizations and business units in order to provide seamless service to the customer. Depending on deal scope, this may be a regional or global role and may cover one or more deals.

 

Regional Point of contact and accountability for customer operational management, responsible for:

    • Operational management level customer relationship/satisfaction
    • Delivery to agreed service levels
    • Delivery to deal Plan of Record (transformation plan, etc.)
    • Regular customer reviews
    • Operational planning/execution
    • Change Control management
    • Service Requests
    • Escalation management
  • Lead, work through and drive a virtual team of delivery managers/leads and the organizations (Country or Service Providers/3rd Party Vendors) to:
    • Meet SLA performance, in a way that is seamless to the customer
    • Meet financial (cost of delivery) plan
    • Meet deal Plan of Record (transformation plan)
    • Handle change requests, projects
    • Manage escalations
    • Provide direction on priorities within the account, where there is conflict
  • Proactively manage the customer, internal business management team – to ensure that operational standards are followed, improvement opportunities are supported and reported on, delivery/revenue leakage is prevented.
  • Support new business opportunities
    • Work in collaboration with internal Business Management Team to identify and follow-up on opportunities (increase revenue over contracted suite of services, improvement)
    • Support deal teams in pursuits and transitions
  • Act as a channel to bridge the customer (operational management), account team and delivery teams (global, regional, country, 3rd parties)
  • Champion team-working, re-use, knowledge sharing and promote the increased use of centralized shared services capability

 

  • For Lead ADM:
    • Provide overall leadership to the ADM team, across the region
    • Resource manage the ADM team
    • Develop, deploy and maintain an Account Delivery Management methodology/toolkit to be used by ADMs
    • Motivate, develop and mentor other service delivery employees and managers
    • Anticipate future challenges within the industry and identifies the implications for service delivery including likely future capability and resource requirements.

 

REQUIREMENTS

Essentials

  • Degree in engineering, computer science or related fields
  • Preferably strong experience in the financial services and/or manufacturing industries.
  • Experience working in regional/global teams
  • Experience working in regional/global teams
  • Strong customer service background – ability to work at prime customer contact level
  • Strong project/program management experience
  • Min 8 years of work experience, 5 of which should be in a service environment (preferably in an outsourcing context), 3 of which should be in an operational management or account delivery management role.
  • Cross-functional understanding/experience of service delivery in an outsourcing context – i.e., broad understanding of finance, HR, sales, implementation, operations, etc. and how they work together
  • Strong leadership skills – high level of drive, initiative; assertive; good communication skills – across all levels; strong analytical and problem solving skills
  • Strong customer service/management skills
  • Acts professionally at all times and encourage professional standards among subordinate staff
  • Speaks and writes fluent English

Desired

  • CITPM, PMP certification desirable, not mandatory
  • Good Document Outsourcing operation experience – centralizing and controlling volume document production, mailroom and distribution.
  • Good Business Processing operation experience – converting traditional, document-intensive business processes into digital-based approach.
  • Able to speak an Asian Language or more (e.g. Thai, Japanese) will be a plus point

Contact Consultant in Charge below soonest

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General CV submission 

 

Country: Singapore
Employment Type: Full time
Salary: Open